In an ideal world, business would run smoothly day-to-day, work would be completed seamlessly, and clients would always be content. However, this is not the case for any business in existence.
No one is perfect, and companies must have processes in effect to manage customers who are dissatisfied with the service or product they were delivered.
Often times in a call center setting, agents will receive calls from angry or irate customers. Of course, there are different levels and reasons for these emotions, so not all protocols will be the same. Call agents must be empathetic enough to understand the client’s point of view, but also be able to reason with them to reach a resolution.
Listen to the Whole Story
The last thing you want to do is make an already angry customer more upset. Let them tell their story so you can get all the details as to why they’re calling. Even if you don’t agree with their reasoning, remain calm and understanding – never argumentative. Many times, customers will settle once they release their emotions to someone representing the company.
Display Empathy
Some customers will try to dominate the call with their opinions. Stay in control of the situation and regain their attention with a simple statement that shows you care:
“I understand your aggravation, Mr. Smith, and I truly apologize for the inconvenience it’s caused. Now, I’d like to get a little more information from you to resolve this issue.”
Patience and Positivity are Key
Remember that the caller is not angry with you personally; they are mad because of the situation they’ve encountered. They will be most upset on the first call, so allow them to vent and stay optimistic. In the end, they will appreciate your patience and have a better outlook on the company’s customer service level.
Cut Yourself a Break
Managing caller’s emotions can sometimes leave you exhausted and uptight, so be sure to take a few minutes to yourself, like utilizing stress-relieving products such as CBD Oil, when you feel this happening. A productive, happy workday starts from within; short breaks throughout the day are recommended. Take a walk, grab a coffee, stop by a coworker’s desk to chat – anything to help you balance your own emotions and reduce stress. Once you feel rejuvenated it will be easier to cater to callers’ needs effectively.
